The Robert Atkinson Centre

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

At the lasted rated inspection this key question was rated as requires improvement. At this inspection the rating has improved to good. This meant people’s needs were met through good organisation and delivery. The provider understood the diverse health and care needs of people and their local communities. They had identified a gap in provision of culturally based care for people from the BME community so developed this bespoke service. The registered manager and staff ensured people from these local communities could access the care, support and treatment they need when they needed it. Predominantly people from the local Asian community used the service and to accommodate this the provider had ensured bilingual and trilingual staff were employed. This meant staff could readily communicate with people who spoke Punjabi and Urdu. A couple of clients were from Iraq and Iran, and they spoke Farzi. We discussed using communication passports and plans to support staff readily speak with these clients, which the registered manager undertook to do. Staff who worked with these clients had learnt key phrases in Farzi and this had assisted them to work effectively with people.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People told us they received information in a format, which suited their needs. People either spoke Urdu, Punjabi or Farzi and overall found having bi and trilingual speaking staff really assisted them to express their needs. One person said, “My regular carers speak Urdu, so I am very happy with them.”

Staff were aware they could provide information in different ways and tailor these to suit people’s needs. The service was designed to support the local Asian community, so the provider had ensured bilingual and trilingual staff were employed. This meant staff could readily communicate with people who spoke Punjabi and Urdu. A couple of clients were from Iraq and Iran, and they spoke Farzi. We discussed using communication passports and plans to support staff readily speak with these clients, which the registered manager undertook to put in place.

Since 2016 onwards all organisations that provide publicly funded adult social care are legally required to follow the Accessible Information Standard (AIS). The standard was introduced to make sure people are given information in a way they can understand. The standard applies to all people with a disability, impairment or sensory loss and in some circumstances to their carers. The registered manager understood the AIS requirements and had made sure appropriate communication tools, such as documents in Urdu, Punjabi and Farzi were, in place. They also worked with families and staff to ensure the people had the care records read out to them and understood the content.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People told us the staff actively sought out and listened to information about their experiences and what their aspirations were for the care package.

Staff tailored the care, support and treatment provided in response to people’s wishes and expectations.

The registered manager understood the diverse health and care needs of people and their local communities. They aimed to provide care, which is joined-up, flexible and supports choice and continuity. They had identified there was a need for bespoke BME services and so had developed them.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.